Senior Customer Success Manager - NuORDER (18-month fixed-term contract)

Role Summary

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Are you actively looking for a new opportunity? Or do you just want to find out about the market? Well... you might be in the right place!

NuORDER by Lightspeed is seeking a Senior Customer Success Manager (CSM) to join its dedicated B2B Customer Success team. This position plays a pivotal role in building customer loyalty, increasing revenue through upselling and cross-selling, and ensuring high product adoption and solid engagement throughout the customer lifecycle.

At NuORDER by Lightspeed, customer success is based on a strategic partnership: supporting customers from the pre-signing phase to the renewal of their contract, in order to maximize their investment and long-term success. CSMs take a proactive approach by building strong relationships, deeply understanding clients' business objectives, and guiding them toward measurable results.

The CSM is responsible for ensuring smooth onboarding, increasing product adoption, identifying expansion opportunities, mitigating churn risks, and driving customer engagement. Using data-driven analytics and regular contact, it helps customers take full advantage of NuORDER's solutions, ensuring both customer satisfaction and revenue growth.

Please note that this is an 18-month fixed-term position.

Responsibilities

• Act as a strategic partner to customers, ensuring a smooth transition, successful adoption and long-term success with Lightspeed solutions.
• Manage a multi-million dollar business portfolio, supporting customers throughout the lifecycle: from onboarding to training, adoption, expansion and renewal.
• Build strong, trusted relationships with key stakeholders to preserve and grow the customer portfolio: proactively seek opportunities to avoid downgrades and identify expansion opportunities through product upselling and brand cross-selling.
• Identify and close the most suitable contracts for Lightspeed Payments, ensuring successful go-live and driving continued growth in payment services penetration across the portfolio: positioning payments as a critical value driver for customers while generating incremental revenue for the business.
• Develop and implement proactive engagement strategies, including health checks, promotional opportunities and value-driven touchpoints aligned with key stages of the customer journey.
• Leverage customer usage data, health metrics and lifecycle insights to drive loyalty, maximize product adoption and identify expansion opportunities.
• Collaborate cross-functionally with Sales, Account Management, Product and Support teams to mitigate risks, close product gaps and improve the overall customer experience.
• Act as a customer advocate, providing feedback to internal teams to improve platform functionality, optimize workflows, and drive customer success at scale.

Requirements

What you should bring

• License (any discipline)
• 5 to 7 years of experience in the areas of Customer Success or account management, in both the SaaS and wholesale and retail industries
• Strong strategic and problem-solving skills, with an ability to anticipate change and proactively adjust priorities
• Excellent communication skills in English and French, both written and oral
• Proven ability to drive loyalty, product adoption and customer engagement through data-driven analytics and proactive strategies

And a little…

• Experience with CRM and customer engagement tools (e.g. Salesforce, ChurnZero, Zendesk)

We know that there is more to people than just their CV. If you are not sure if you have the required profile for the position... click on the “Apply” button and try your luck!

Benefits

You will be able to benefit from

• a flexible working environment that will allow you to give the best of yourself
• a culture that celebrates performance
• the opportunity to have an impact within a team large enough to grow professionally, but agile enough for your voice to be heard
• opportunities that will shape your career

Not forgetting benefits designed to promote your happiness, health and fulfillment:

• Flexible paid leave and teleworking policies
• Stock options, because it’s your business too
• Contributions to your retirement plan, because your future is important to us
• Training opportunities to develop your skills and career
• A health and well-being allowance to help you feel at the top of your game
• Time off to volunteer and get involved in your community
• Interest groups, ranging from employee-led groups to sponsored sports teams
• A computer purchasing program to purchase your personal MacBook
• Improved parental leave to support growing families
• Propel your growth. Find your team.
• At Lightspeed, your growth is our priority. We invest in you with continuous learning opportunities, international mobility and benefits designed to support you, all within a motivated, diverse and inclusive team that is passionate about the success of our communities.
• Lightspeed is proud to be an equal opportunity employer and is committed to creating an inclusive, barrier-free workplace.
• Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available upon request for applicants participating in all aspects of the selection process.

About the Company

Powering the commerce that drives the global economy, Lightspeed's all-in-one commerce platform helps merchants innovate to simplify, adapt and deliver exceptional customer experiences. Our cloud solution transforms and unifies online and offline operations, omnichannel sales, expansion to new locations, international payments, financial solutions and connection to supplier networks.

Founded in Montreal, Canada, in 2005, Lightspeed is listed on both the New York Stock Exchange (NYSE: LSPD) and the Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe and the Asia Pacific region, the company serves businesses in the retail, restaurant and golf industries in more than 100 countries.

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